Professor V.G. Narayanan - Publications - Faculty & Research - Harvard Business School

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October 2019 (Revised August 2020)
Case

Souqalmal: The Choice Is Yours (A)

By: V.G. Narayanan and Alpana Thapar

This case describes how Ambareen Musa, Founder and CEO of Souqalmal, a Dubai-based online comparison aggregator of banking and insurance products launched her business in 2011 and rapidly grew it over next couple of years. However, by 2017, the Mauritian entrepreneur... View Details

Keywords: Unit Economics; Finance; Accounting; Competitive Strategy; Financial Statements; Insurance Industry; Middle East

March 2019 (Revised May 2019)
Case

Fetchr: A New Way of Last Mile Delivery

By: V.G. Narayanan and Eren Kuzucu

By mid-2016, five years of aggressive growth had transformed Fetchr from a small logistics startup to a 1,000-employee, full-fledged last-mile delivery company operating across four countries in the Middle East and North Africa (MENA). Already beneficiaries of the... View Details

January 2018 (Revised February 2018)
Case

Ameya Bhangle: A Non-US Citizen Working in the United States

By: V.G. Narayanan and Shawn O'Brien

March 1998 (Revised April 1998)
Case

Lehigh Steel

By: V.G. Narayanan and Laura Donohue

Lehigh Steel is a specialty steel manufacturer that plummeted from record profits to record losses in less than three years, driven by an inability to distinguish between profitable and unprofitable business. The scale and growth of service activities and overhead... View Details

Keywords: Measurement and Metrics; Product; Cost; Activity Based Costing and Management; Profit; Accounting; Corporate Finance; Steel Industry

May 2013
Supplement

Transport Corporation of India (D): Business Development across Divisions

By: V.G. Narayanan and Saloni Chaturvedi

Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details

Keywords: Customer Relationship Management; Business Divisions; Sales; Transportation Industry; India

May 2013
Supplement

Transport Corporation of India (C): Dealing with Shortcomings in Service Quality

By: V.G. Narayanan and Saloni Chaturvedi

Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details

Keywords: Transportation; Transportation Industry; India

May 2013
Case

Transport Corporation of India (A): The Cross-selling Conundrum

By: V.G. Narayanan and Saloni Chaturvedi

Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details

Keywords: Customer Relationship Management; Business Divisions; Performance; Sales; Transportation Industry; India

May 2010
Teaching Note

Ujjivan: A Microfinance Institution at a Crossroads (TN) (A) and (B)

By: V.G. Narayanan and Lisa Brem

Teaching Note for [108057] and [108083]. View Details

Keywords: Microfinance; Decision Making; Financial Services Industry

April 2009 (Revised June 2010)
Case

Supply Chain Partners: Virginia Mason and Owens & Minor (A)

By: V.G. Narayanan and Lisa Brem

Virginia Mason Medical Center (VM) hired Owens & Minor (O&M) as its alpha vendor for medical/surgical supplies in 2004. By 2005, O&M was performing Just-in-Time and Low Unit of Measure services for VM, but they believed the pricing model in the industry was outdated.... View Details

Keywords: Activity Based Costing and Management; Price; Distribution; Supply Chain Management; Medical Devices and Supplies Industry

April 2005 (Revised May 2005)
Case

Executive Compensation at General Electric (A)

By: V.G. Narayanan and Michele Jurgens

Faced with falling share prices and the critical eye of the media focused on Jack Welch's retirement plan, newly appointed CEO Jeff Immelt had the challenge of reassessing GE as a leader of corporate integrity and good governance. Presents the changes Immelt initiated... View Details

Keywords: Executive Compensation; Employee Stock Ownership Plan; Governing and Advisory Boards; Media; Governance; Corporate Accountability

January 2001
Case

Achieving Customer Satisfaction at Pizza Hut (B)

By: V.G. Narayanan and Lisa Brem

Supplements the (A) case. View Details

Keywords: Food; Customer Satisfaction; Quality; Marketing; Food and Beverage Industry; Service Industry

July 2000 (Revised May 2002)
Teaching Note

Cambridge Hospital Community Health Network - The Primary Care Unit TN

By: V.G. Narayanan and Lisa Brem

Teaching Note for (9-100-054). View Details

Keywords: Health Industry; Service Industry; Massachusetts

December 2000 (Revised February 2007)
Case

Achieving Customer Satisfaction at Pizza Hut (A)

By: V.G. Narayanan and Preeti Choudhary

Describes how Pizza Hut measures and monitors customer satisfaction, customer complaints, and the quality of its retail locations. View Details

Keywords: Customer Satisfaction; Management Analysis, Tools, and Techniques; Management Systems; Risk Management; Franchise Ownership; Performance Evaluation; Problems and Challenges; Quality; Food and Beverage Industry; Service Industry

February 2000 (Revised March 2000)
Case

Owens & Minor, Inc. (B)

By: V.G. Narayanan and Lisa Brem

After a manager at Owens & Minor, a national medical and surgical distribution company, proposes and develops a formalized activity-based pricing and activity-based management approach to sales and service provision, this case explore the outcome. View Details

Keywords: Activity Based Costing and Management; Logistics; Distribution; Price; Supply Chain Management; Sales; Outcome or Result; Management Style; Medical Devices and Supplies Industry; Distribution Industry

April 1998 (Revised August 2002)
Teaching Note

Hamptonshire Express TN

By: V.G. Narayanan and Ananth Raman

Teaching Note for (9-698-053). View Details

summer 2002
Article

Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

Keywords: Profit; Customer Relationship Management; Groups and Teams; Finance

Find at Harvard

January 2025
Supplement

Creating Value by Splitting Aster (B): Can One Minus One Equal Two?

By: V.G. Narayanan and Kairavi Dey

Keywords: Corporate Governance; Corporate Accountability; Leadership; Change Management; Mergers and Acquisitions; Health Industry; Asia; India; Middle East; United Arab Emirates

January 2018 (Revised February 2018)
Case

McKinnon Family Financial Planning

By: V.G. Narayanan and Shawn O'Brien

April 1998 (Revised November 1999)
Teaching Note

Lehigh Steel TN

By: V.G. Narayanan and Laura Donohue

Teaching Note for (9-198-085). View Details

Keywords: Steel Industry

May 2014
Case

Building a High Performance Culture at IDFC

By: V.G. Narayanan and Vidhya Muthuram

IDFC was set up in 1997 to direct private finance to infrastructure projects in India. Over the years, it expanded its capabilities to become a 'complete solutions provider' offering financing solutions including debt and equity, investment banking, brokerage and asset... View Details

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